Christopher Hendrix Email & Phone Number

Product management (planning) and project management (execution) for Breastcancer.org websites• Owned all website operations and administration• Implemented and managed privacy and security processes• Created and implemented demand intake process, SDLC processes, and continuous improvement model.

New York, United States

Managed after sales service applications in Global Sales and Client Operations, as well as digital product and platform manager for Global Omnichannel• Implemented and executed strategy and rollout of Appointment & Queue management applications for North America, EMEA, APAC, and NAPAC• Global owner of Salesforce Case, including expansion and rollout to Japan market (Retail and Non-Retail)

Lambertville, New Jersey

Managed digital agency programs (projects, support subscriptions, as well as assisting with client in-house studio Teams), supporting sales, research, design, development, delivery, and implementation of internal and external projects and statements of work.• Implemented project controls across all aspects of the company, standardizing project and process documents and templates, optimizing Team communications and meetings with executive leadership and functional teammates, and developing and tracking metrics and scorecards• Collaborated with project leaders to create and maintain project plans, including KPIs, driving discipline for successfully meeting targets and objectives in scope and on budget• Engaged internal and external stakeholders for alignment across vision and strategy, managing and mentoring through the project lifecycle (conceptualization, planning, chartering, execution, and close-out)

Horsham, Pa

Managed California Consumer Privacy Act (CCPA) compliance project, including planning, execution, and implementation. Partnered across all Business functions (Accounting, HR, Legal, Land Acquisition, Mortgage, Title, Purchasing, Risk and Audit Management, IT operations, and multiple vendors) to deliver readiness assessment and action plan to standardize processes for steady state and on-going risk mitigation.• Created and implemented project plan and artifacts, driving efficiency and organization amidst all stakeholders and vendors• Managed communications and workflows across the project to all levels of the organization

Trevose, Pennsylvania

Directed demand and intake processes, project portfolio management, project communications and evangelism, stakeholder management, and resource utilization and planning for global shared services Infrastructure and Architecture, Build and Run Team in the insurance and risk management industry.• Facilitated projects and supported enhancements for new applications and services, as well as implemented the demand and intake process for new requests, including release management processes and checkout• Initiated and planned cloud migration for applications and databases, managing service providers for email, software, database, hosting services, and security and compliance, as well as managed service provider for on-going support• Implemented Project Management Frameworks including Scope, Time, Cost, Quality, Human Resources, Communications, Risk, Procurement, Stakeholder, Integration, and Change Management• Implemented Agile Project Management Methodologies including daily scrum, sprint planning, and reporting (e.g. velocity, burn down charts, and roadmaps via Jira and Aha!)• Created and leveraged Program Dashboard for communication to senior and executive leadership, outlining resource utilization, cost, risk, status, and outcomes• Collaborated with stakeholders to create KPIs, measuring outcomes for utilization, cost, and operations• Simultaneously implemented multiple large-scale projects (multi-year initiatives and investments up to $10MM), while being responsible for overall project management, coordination, execution, and control of IT deliverables, schedules, and finances, driving a sustainable continuous improvement model

Bridgewater, New Jersey

Supported data consolidation and cloud migration project for all J&J medical device companies.• Took lead of unstructured project, gaining alignment on delivery and scope from internal and external business partners, negotiating roadmap timeline and budget required to be successful• Maintained master copy of data requirements cross all medical device companies• Owned stakeholder management and project health communications and presentations, driving deliverables and adherence to timeline• Managed projects as primary point of contact for all communications and cross-departmental project teams, guiding the direction and effective team skills required to complete tasks on time• Responsible for program level communication to all levels of the organization (infographics, PowerPoint presentations, reports, etc.)

Tulsa, Oklahoma Area

Propelled project management, communications, and stakeholder management for transportation and background screening industry.• Projects ranged from $75K to $750K, supporting applications and products for end users covering entire online process: submission, follow-up, resolution, and escalation, including customer support across email, chat, and phone channel, supporting procurement, change management, and continuous improvement• Implemented GDPR requirements for all Canada operations and business• Delivered projects from initiation to closeout for new Canada product lines, meeting Canadian security and compliance requirements• Implemented New Hire program, where trainees are introduced personally to business partners across all enterprise functions, driving Team culture and awareness

Bridgewater, New Jersey

Full people management for Technical Call Center (250-350 agents), including all operations supporting phone, email, and chat for all products and services), and full purview over MetLife group benefit websites. • Managed MetLife Technical Support Call Center, proactively identifying issues through data analysis and KPIs, implementing changes across the enterprise enhancing customer experience and promoting brand loyalty• Implemented Live Chat, which was used as the foundation for enterprise-level integration• Managed IVR processes and updates for technical call center and acted as expert for enterprise level IVR strategy• Maximized online experience for all websites: program, project, and product management for all lines of business, applications, services, support, and compliance, with project budgets between $100K - $25M• Built strategy and executed business and system operations, user administration, auditing and reporting, service recovery, and root cause analysis and resolution, promoting positive change management and continuous improvement• Managed relationships across all markets and lines of business: products, IT, National, Regional, Local Markets, Customer Support and Delivery, Sales and Marketing, Legal, and HR• Performed contract and legal negotiation relative to all vendor management• TRICARE (government secret) clearance and owner of all online business functions for the TRICARE contract• Created KPIs, measuring outcomes for utilization, call metrics, and customer satisfaction

Tulsa, Oklahoma

• Owned call center startup activities, leading a Team of up to 20 associates, creating all process documentation and delivering all training, quality assessments, and performing hiring, termination, and total compensation planning• Implemented call and chat functionality for Team, while on-boarding State Medicare/Medicaid Client

Tulsa, Ok

Led team of four to six associates, as a call center supervisor, responsible for coaching and ensuring adherence to client requirements, and implemented team mentoring program for cross training, management, and career development.• Process Improvement and implementation of call systems (IVR, metrics, QA).